Axe I/O + 5 Max - Max Gear not making into AT5 [Resolved]

[peterswa]

Starting a new thread for this issue of getting our Max Gear from the CS into AT5. I have the Axe I/O + 5 Max bundle and installed AT5 and upgraded the Custom Shop via the IK Product Manager. I see all of the gear in CS, but in AT5, I get the typical message that I have not purchased it (when I select one of the MAX preset, for example).

In My Products, I don't see a "AT 5 Max" listed. I do for "AT4 MAX", BTW.

Windows 10.

Any solutions?

[DarkStar]

In the new Custom Shop, did you "Restore my purchases"? Click your User Name for the menu.

[peterswa]

Yes, I did. And I get the green pop-up saying it worked.

I don't think I can post pictures here, but let me describe. In AT5, I select the Leslie collection and see 5 models, all with locks.

I click on one of the items, and it launches the custom shop.

There, the gear in question is shown with a green check/circle. I hover over it, and it says "purchased on 2020-05-11"

So CS knows I have the Max gear, but AT5 isn't making the connection.

[DarkStar]

In that case, its one for Technical Support:

Check the FAQs, via here. If they do not resolve the issue, there is a link at the top to the Technical Support form, for some one to one investigation and help. Response time is usually within 2 working days (US (East Coast) Business hours, generally), but in the current circumstances please allow some more time.

[#] But please remember that the same symptoms do not necessarily mean the same problem.

And, to help others who run into a similar problem, please let us know what you did to resolve the problem. Please do not quote directly any correspondence from Support, as that may apply only to your particular circumstances.

--
And for posting images:
https://cgi.ikmultimedia.com/ikforum/viewtopic.php?f=19&t=432

[peterswa]

Done. Ticket 8373120 in case someone from Tech Support is monitoring.

[Peter_IK]

I would try again as I was told authorization issues were fixed on the back end already. You should likely be able to see your gear after a restore now.

[peterswa]

They obviously did something... but went the wrong way. All of the gear that was authorized is now locked. "Restoring purchase" doesn't fix it.

[Peter_IK]

They obviously did something... but went the wrong way. All of the gear that was authorized is now locked. "Restoring purchase" doesn't fix it.

In that case you are having a different issue. The authorization issue reported when AmpliTube 5 was first available has been resolved. Please seek official and direct support from the IK Support team at http://www.ikmultimedia.com/contact-support and they will assist you.

[pac1085]

After I was entitled to AT5 MAX items in CS, I had to unauthorized/reauthorize AT5 and now it is working. Might want to try that.

[peterswa]

I uninstalled and re-installed AT5. As part of that, I unauthorized/reauthorize AT5. It all working now!

Not sure which really fixed it, but working now!

[DarkStar]

Good oh!

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